IT Helpdesk Support Technician

TEKsystems - Lansing, MI

Full-time - Entry Level

Remote - Lansing, MI

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The IT Helpdesk Support Technician role at TEKsystems involves providing Level 1 and Level 2 phone support to enterprise customers within a high-paced environment. This position is part of a digital transformation initiative aimed at updating IT systems and enhancing customer experience. The role offers opportunities for skill development and career advancement within the IT support field.

Responsibilities

• Document client requests in an ITSM Incident System and assign call incidents appropriately.
• Determine severity and impact of requests based on documented procedures and prioritize workload.
• Provide internal system support to enterprise customers and external support to agents and policyholders.
• Triage and troubleshoot client computing devices and peripherals, including mobile devices, tablets, printers, and projectors on Windows 10/11.
• Assist with and resolve call incidents primarily through the incoming ACD/phone system queue.
• Manage multiple priorities and meet established service level agreements and deadlines in a high production environment.
• Identify, evaluate, and communicate the impact of change on information systems, procedures, and workflows.
• Develop support documentation and user references for client computing.
• Maintain up-to-date technical knowledge of hardware and software analysis and troubleshooting.
• Assist agents and policyholders with company-specific web-based applications for policy and claim administration.
• Modify and maintain specific end-user application security.
• Communicate with external vendors regarding software and hardware issues.

Requirements

• Experience in IT support or helpdesk roles, particularly with Windows devices.
• Strong troubleshooting skills for hardware and software issues.
• Ability to manage high call volumes and prioritize tasks effectively.
• Familiarity with ITSM Incident Systems and documentation processes.
• Excellent communication skills for internal and external support.

Nice-to-haves

• Experience with mobile devices, tablets, and peripherals troubleshooting.
• Knowledge of Microsoft Office applications and operating systems.
• Familiarity with web-based applications for policy and claim administration.

Benefits

• Medical, dental, and vision benefits from day one.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions.
• Life insurance options for employees and dependents.
• Short and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program (EAP).
• Paid time off (PTO), vacation, or sick leave.